Growth had brought more administration
The flower boutique was preparing for its busy season. Its CRM contained eight similar sales pipelines, separated by communication channel. Repeated workflows made it difficult to follow orders and understand who was responsible for the next step.
The problem was not a shortage of software features. The existing setup had become more complicated than the process it was supposed to support.
Delivery where the couriers already worked
We connected the CRM to a Telegram assistant. When an order reached the appropriate stage, the assistant sent a delivery request to a courier group. The courier's response and delivery status were reflected back in the CRM.
The workflow also accounted for a rejected delivery request, so the manager could look for another option. The aim was to keep the florist, manager and delivery service looking at the same order state.
What changed
The team entered the seasonal peak with a unified workflow and connected delivery handling. Instead of maintaining a separate pipeline for each communication channel, it could work with a common order process.
The lesson is useful beyond flower retail: an automation project often begins by removing duplicated steps. A smaller workflow can be easier to operate, inspect and improve.
